Norman G. McKoy, MD & Associates

Review: My husband and I got into an almost fatal car crash during Christmas 2012. I was referred to Dr. McKoy's office to handle the no fault claim medical issues from the accident. My husband and I received horrible service. The doctor was great with our care. However, the staff in his office would never send the information needed on time to the appropriate sources. Our clai** with the insurance company as well as the short term disability companies needed specific information from their billing department and their office in order to send us the checks we needed to survive through this ordeal. Dr. McKoy's office never sent the information that was needed for these clai**. The insurance companies called multiple times and spoke with their front desk clerk as well as some of the nurses and were always told, "we will send the billing information, we will send the dates" but they never did. The insurance companies began calling my husband and I saying we need this information but this doctors office hasn't sent it and we'e never dealt with an office this disorganized. My husband and I would have to rearrange our schedules to make the 45 minute drive (while dealing with driving PTSD) to go to the office to get the information which was always miraculously there when we went. I never was able to get the short term disability insurance company the information they needed from Dr. McKoy's office and so I lost my job. I am now trying to get billing codes for Geico and even though I was told it would be sent to me in a week, it's been a month and I haven't received it yet. When I call I am put on hold for 10 minutes or more and have to call again on another line to get assistance. Being in a head on collision is scary enough without having to deal with such a disorganized and unprofessional doctors office. They have made this experience much more difficult than it needed to be. Not to mention that because of their inability to produce documents on time, I not only lost my job but haven't been paid yet in 10MoDesired Settlement: I would like this office to produce the documents we have been after and to be held accountable for their service. I would like for it to be known to other consumers about how disorganized and unprofessional they are. I would like for them to hire people who will provide better service to people who enter their office. Consumers need to know that if they are in a bad accident and have deadlines that this is not the office to go to.

Business

Response:

November 12, 2013

To whom it may concern:

I am writing in response to the above referenced complaint. I would like to convey my sincere apologies to **. [redacted] for the inferior client service bestowed to her. I wish I had a detailed explsnation of the events leading up to her complaint, however I do not. Just taking on the new position of office manager for Dr. McKoy & Associates, I can only address what has been my experience thus far.

On October 17, 2013 I was contacted by **. [redacted] regarding an ongoing automobile accident she has been treated for since the beginning of the year. She explained she was in need of work excuse letters for her employer for specific dates of time she was out of work. She faxed me the request which included the dates for the letters she needed. On October 18, 2013 I faxed her five letters she requested.

On November 1, 2013 I received an e-mail from **. [redacted] thanking me for the letters and inquiring about the "additional documents". I replied to her e-mail that I would research the documentation she was missing and get back to her. Unfortunately the office manager before me did not keep an organized filing system, so I have had to research and retrieve all the office billing back to January 2013 to locate and resend the requested bills; which I have personally done.

I was preparing to respond to **. [redacted] via e-mail to inform her task was complete and the bills were out, when I received your complaint. I would have liked to be able to successfully address her concerns for the amount of time I was involved, however it seems as though I failed. I can only hope we can learn from this incident and insure it is not repeated in the future.

I can happily state at this time all of her concerns have been addressed, work excuse letters received, and bills submitted to [redacted]. In addition, I hope I have satisfactorily addressed all of your concerns,

Sincerely